Ops Specialist: Retentions at Telkom

Core Description

Responsible for developing customer-centric strategies for reducing customer churn in both Fixed and Mobile subscribers. This includes alignment of commercial and segment strategies and processes, tracking of key churn/ retention performance indicators, gaining insights regarding churn drivers, implementation and driving of retention related projects, creating new capabilities, and managing retention outbound call centres.

 Management of operational Call Centre outsourced partners with respect to retention efforts (e.g. service levels, retention rates, retention offers, customer experience etc.). The position is also responsible to drive the implementation of Proactive and Reactive churn strategies by liaising with operational departments like Sales Channels, Account Managers, IT and CVM. Monitor implemented strategies to make necessary adjustments/ changes to processes to enhance product and customer retention efforts.

Job Responsibilities

Insight into Churn Trends & Reasons

• Request applicable reports as per OLA's from customer insight specialist & channel/ operational partners regarding churn behaviour
• Analyse churn reports received from various stakeholders
• Interpret reports to understand churn trends and reasons
• Creation of both reactive and proactive retention campaigns
• Responsible for the design of a detailed operational retention plan per segment, based on in depth customer insight & churn model results (where available)
• Align retention initiative to segment strategies in terms of retention efforts and define each channel retention KPIs
• Design special retention/ loyalty offers in alignment with retention plan and in conjunction with stakeholders
• Drive creation of retention offers and implementation thereof

Communication plan design

• Design a detailed communication plan aligned to retention plan - differentiated per value band, tenure, product and channel
• Call strategies and objection handling to be included in the communication plan
• Compiling outbound call scripts in conjunction with operational execution channel

Manage Implementation of Churn Prevention Program and Campaigns

• Identify channels through which to execute reactive retentions campaigns
• Liaise with channel managers, IT and Account Managers in order to coordinate campaign execution
• Monitor execution

Relationship management

• Responsible for maintaining relationships with all retention call centres and channels by having regular meetings to discuss issues, concerns and enhancements
• Negotiation of KPIs & Commercial terms with operational retention desk in conjunction with channel managers (aligned to segment strategies)

SLA negotiation & management

• Negotiate & oversee SLAs between various divisions involved in retentions, e.g. SOC, Commercial Back Office, IT, Training etc.
• Implement & track SLAs with the assistance of QA

Report & Track

• Cancelation requests & reasons (post-paid Fixed and Mobile)
• Revenue & Customers saved/ lost against KPIs
• Feedback loop in order to enhance processes, offers, channels
• Alert business on issues that lead to churn (Billing, product, network etc.)

External Vendor management

• Manage vendor day to day operation
• Monitor and align retention training
• Quality monitoring and improvement
• Commercial monitoring including performance against SLA

Core Competencies

Knowledge

• Business Acumen; Marketing Practices; MS Office (Excel, Word, Power Point); Retention Management, CRM

Skills

• Presentation Techniques; Planning; Decision Making; Problem Solving; Communication; Innovation; Analysis

Education

• NQF 6: 3 year Diploma/ National Diploma
• OR NQF 4: Grade 12

Experience

• 3 Years relevant experience
• OR 5 years relevant experience

Additional Information

Experience:

• Experience is required in a Customer Retention or Renewals environment.
• Telecommunications experience will be an advantage.

Special Requirements:

• Excellent analytical and logic reasoning ability.